We are looking for a proactive and customer-focused IT Support Executive to join our helpdesk team in Vadodara. The ideal candidate will handle inbound and outbound calls, log and track IT support tickets, and ensure timely resolution by coordinating with assigned technicians. This role demands strong communication skills across English, Hindi, and Gujarati, along with proficiency in ManageEngine and Microsoft Excel.
Call Handling
Handle inbound support calls from end-users and log issues accurately
Make outbound calls for follow-ups, updates, and feedback collection
Maintain a professional, empathetic, and solution-oriented tone on all calls
Ticket Management
Log, categorize, and prioritize IT support tickets for hardware, software, and application issues
Assign tickets to the appropriate technicians and ensure SLA adherence
Track open tickets and conduct regular follow-ups with assigned technicians for timely updates
Escalate unresolved or aged tickets to the appropriate teams or management
Close resolved tickets after user confirmation and document resolution notes
Coordination & Communication
Serve as the primary point of contact between end-users and the IT support team
Communicate ticket status updates to users proactively in their preferred language
Maintain a positive customer experience throughout the support lifecycle
Reporting & Documentation
Prepare daily, weekly, and monthly reports on ticket volumes, resolution times, and SLA metrics
Create and maintain Excel-based dashboards and trackers for helpdesk performance data
Build presentations summarizing support trends and key metrics for management reviews
Maintain accurate records in ManageEngine and ensure data integrity at all times
Required Skills & Qualifications
Technical Skills
Hands-on experience with ManageEngine ServiceDesk Plus or similar ITSM ticketing tools
Good understanding of common hardware, software, and application issues
Proficiency in Microsoft Excel — VLOOKUP, pivot tables, charts, conditional formatting
Ability to create professional reports and presentations using Excel and PowerPoint
Communication Skills
Excellent verbal and written communication in English, Hindi, and Gujarati (all three mandatory)
Active listening skills with ability to understand and articulate technical issues clearly
Professional email drafting and documentation skills
Soft Skills
Strong follow-up discipline and attention to detail
Ability to multitask and manage high call/ticket volumes in a fast-paced environment
Team player with a customer-first mindset
Comfortable working in 24×7 rotational shifts including night shifts and weekends
1 – 2 years of experience in IT helpdesk, customer support, or a related field
Graduate in any discipline (B.Sc. IT / BCA / B.E. in IT or Computer Science preferred)
ITIL Foundation certification is a plus
Work Schedule
Rotational Shifts — 24 hours a day, 7 days a week (including weekends & holidays)
Work Location
On-site — Vadodara, Gujarat
Languages Required
English | Hindi | Gujarati (All three mandatory)
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As this is an urgent need we will be closing this quickly.
